Customer Service Director
3 weeks ago
Job Overview:
We are seeking an exceptional Customer Service Director to oversee and manage our global customer service operations. As a key member of our team, you will be responsible for ensuring seamless transitions, exceptional service delivery, and efficient project execution across all regions.
Key Responsibilities:
- Customer Service Operations:
- Ensure high-quality service delivery through adequate capacity/resource planning and monitoring of service level agreements (SLAs).
- Manage and lead the Global Customer Service team, including hiring, training, and coaching.
- Collaborate with various stakeholders to integrate customer feedback and improve service offerings.
- Act as second-level escalation support for complex customer complaints or inquiries.
Requirements:
- University Degree in any field
- Minimum 8 years of experience in BPO/KPO/Shared Services with minimum 3 years' experience in people management role.
- Experience in data analysis and reporting.
- Experience in performance and project management.
- Experience in business transition (preferably).
About Study Group:
Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential.
Equal Opportunities Employer:
Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes.
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